Client Services Coordinator - Student Services Center

Join our team of difference makers•Azusa, CA

1d•$19 - $22

About The Position

APU seeks employees who desire to contribute to our thriving culture by cultivating community through professional interactions, demonstrating a posture of lifelong learning, and modeling Christ-like character. Working together, employees at APU commit to establishing a university atmosphere that is edifying to God and one another. The Client Services Coordinator creates a welcoming front office reception environment and provides excellent service to all prospective and current undergraduate, graduate and professional student needs. As the first point of contact this position provides assistance and service in the areas of application, admission, financial services, registration, and general undergraduate, graduate and professional student services, and also serves as a connection point for all Registrar and Student Financial Services areas. As a member of the Client Services team, this position provides resources to support staff in academic departments and other service areas outside the Student Services Center.

Requirements

Bachelor's Degree required.
One to three years of related customer service experience.
Strong telephone skills, organizational skills and oral/written communication skills.
Knowledge of office operations and equipment.
In agreement with the purpose and goals of Azusa Pacific University in providing a Christian-based higher education for its students.
Ability to understand and follow detailed procedures.
Able to exercise independent judgment and discretion.
Able to work under pressure with distractions
Intermittent sitting, standing and walking.
Hearing and speaking in person and on the telephone.
Ability to lift, pull, grasp, reach, and stoop.
Ability to lift up to 10lbs occasionally.
Requires repetitive finger and wrist motions, sitting at a computer keyboard.
Able to conduct business at various offices on campus.
Computer monitor, reading, and writing.
Proficient in Google Apps., Microsoft Office, Word, and Excel.
Understanding of Google Suite Apps such as Gmail, Drive, Calendar, Sites, Docs, Sheets, Forms, etc.

Nice To Haves

Bilingual Spanish preferred but not required.

Responsibilities

Serves on the front lines of customer service for Student Services Center services, answering pertinent questions about programs and services and/or directing them to the appropriate individual on campus; requires the ability to retain and recall detailed information of the Student Services Center’s policies and procedures.
Greets all walk-in visitors to the Student Services Center.
Answers all incoming phone calls to the Student Services Center main line, and creates tickets in Zendesk.
Answers incoming email, as assigned, to ensure all clients receive an accurate and timely response.
Problem solves student traffic flow with the Associate Director of Client Services, as well as other teams.
Maintains and adheres to all FERPA regulations and following all of APU’s set standards.
Committed to a Christ-centered, multicultural community that values diversity.
Support, affirm, and sustain the beliefs, values, and mission of the university in all facets of one's role and through the university's daily living expectations.
Work one Saturday commencement event (Winter or Spring) each calendar year.
Collects and maintains information on who to call within the academic departments and distributes to Student Services Center staff.
Interfaces with student databases and general office software on a daily basis.
Collects data and provides reports to assist the staff in determining trends related to student’s service needs. Includes creating spreadsheets, monitoring and tracking the number of clients through phone, email, or in-person contacts, and making observations and suggestions regarding effective customer service.
Assists as needed with the Student Services Center various calendars.
Assists as needed with various tasks for coordinating office function (such as work orders, office supply orders, etc).
Assists in the training of Client Services Student Assistants and in the development and adherence to client services policies and procedures.
Maintains a pleasant, professional atmosphere of the Client Services office area; interfaces with campus constituencies in a professional manner.
Represents Student Services Center/Client Services to internal and external clients within the Center or other university departments.
Completes other projects as assigned by the supervisor.
Performs other duties as assigned by the supervisor.
Regular, punctual attendance as required by the supervisor based on department needs.